PLEASE BE AWARE:

 

All returns are processed at our office in Kurnell, NSW. 
Please DO NOT return your order to our Fulfilment Centre, Willow Workspaces & Fulfilment, as they will not be able to process your return. This will result in delay of processing your refund.

Our return Address is:

LOUVE Collection
18 Balboa Street
KURNELL NSW 2231
Australia
+61 432 128 709

HOW DO I RETURN A PRODUCT?

Not completely satisfied with your order? This is a pity but can happen!
When the item(s) meet our return conditions, your order can be returned to us, within 14 days of receipt, for an exchange, credit note, or refund of the purchase price.

* Please note:  Returned sale items are only eligible for a gift card. 

To organise a return, please visit our Returns Center.

Please note: Buyers are responsible for return shipping, unless the items are faulty, damaged, or if you've received incorrect items.

* With your return, please include a note containing: Customer name, order number, brief outline of return details (i.e. return for exchange/refund).

IMPORTANT: Please hold on to the tracking information provided by your courier as proof of delivery. Louve Collection is not responsible for lost parcels where proof of shipment cannot be provided. Louve Collection is unable to lodge a return for a lost parcel without tracking information. 

 
We will not accept returned items when:

• An item is not returned in its original condition: has been worn, scratched, damaged or is not in its original packaging. 
• If the item is returned outside of the time frame stated above 
• No cancellation of orders that are pre-order.

 In the rare case that breakage occurs, if due to a manufacturing fault and within the first 6 months of purchase, the item will be covered under our warranty. This covers one-time replacement of the same product, or a gift card to the full amount paid, and return of the damaged item. If damage has occurred due personal wear & tear, mishandling or not caring for the treasure as per our instructions, it will not be covered under our warranty.

Please view our Quality, Care, & Guarantee page to see how to care for your items.

 

WHAT ARE THE RETURN CONDITIONS?

Returns will only be accepted within the specified return period (14 days from purchase date) and items must be returned unworn. We will not accept any pieces when: 

• We do not offer refunds on products that come with a promotion or are on sale. 
• An item is not returned in its original condition: has been worn, scratched, damaged or is not in its original packaging.  
• An item is returned outside of the time frame stated above.
• No cancellation on orders that are pre-order.
• No refunds on sale products.
• Please note, any orders that have been paid for via gift card are not eligible for refunded returns.
• Return shipping cost is the customer's responsibility.

In the rare case that breakage occurs, if due to a manufacturing fault and within the first 6 months of purchase, the item will be covered under our warranty. This covers one-time replacement of the same product, or a gift card to the full amount paid, and return of the damaged item. If damage has occurred due personal wear & tear, mishandling or not caring for the treasure as per our instructions, it will not be covered under our warranty.

Hold on to the tracking information provided by your courier as proof of delivery. Louve Collection is not responsible for lost parcels where proof of shipment cannot be provided. Louve Collection is unable to lodge a return for a lost parcel without tracking information. 

* Please note: Although our phone cases are protective - a phone is still a delicate object and we use it all day, every day, in all kinds of situations. Please know that we can't be held responsible for any damage, losses, or other issues of a phone that's in a Louve Phone case.

Please view our Quality, Care, & Guarantee page to see how to care for your items.

 

REFUNDS

Refunds will be processed via the original payment method within 5 business days of your item being received by our customer care team. Alternatively, you can choose to keep store credit by either selecting this method when lodging your return, or letting us know via email.

 

WHAT IF I ORDERED THE WRONG PHONE CASE SIZE?

This can happen with all the different phone sizes - It can be quite confusing!

When the item(s) meet our return conditions, your order can be returned to us, within 14 days of receipt, for an exchange, credit note, or refund of the purchase price.

EXCHANGES 

To organise an exchange, please visit our Returns Center, select the option ‘Swap with same product’, and include in the notes your correct phone size, when lodging your return request. Upon receipt of your returned product(s), we will create a new order for the correct item(s) to be sent out to you upon payment of the new shipping fee.

Please note: Buyers are responsible for return shipping, unless the items are faulty, damaged, or if you've received incorrect items.

* With your return, please include a note containing: Customer name, order number, brief outline of return details (i.e. return for exchange/refund) and hold on to the tracking information provided by your courier as proof of delivery.

 

SALE ITEM RETURNS

Returned sale items are only eligible for a gift card. 

 

FAULTY ITEM RETURNS

If you believe your item has a fault, please contact our Customer Service team at: info@collectionlouve.com with your order number and images of the fault. Our team will work to resolve this with priority!

 

PROMOTIONAL ITEM RETURNS

Full-priced items, purchased with a promotional code, are eligible for a refund or gift card.  

 

WHAT IS THE RETURN PERIOD?

You have the right to return your order for an exchange, gift card, or refund (in accordance with our return conditions) within our 14-day return period.

 

RETURN TO SENDER PARCELS

If an order is returned to our warehouse due to an insufficient address, our Customer Service team will contact you to arrange re-delivery. Customers who return or reject an order and mark the parcel as ‘Return to Sender’ will have the $8.99 shipping fee deducted from their return.

 

WHAT IS THE RETURN ADDRESS?

LOUVE Collection
18 Balboa Street
KURNELL NSW 2231
Australia
+61 432 128 709

 

CAN’T FIND WHAT YOU’RE LOOKING FOR?

Please don’t hesitate to reach out to us at info@collectionlouve.com
We'll aim to get back to you within 24 hours!